-Provide expert technical assistance to customers
-Providing technical solutions or work-a-rounds
-Identifying software bugs by interpreting the logic of the code and understanding the interface and interactions between NICE product and those existing in the customers site/systems.
-Interfacing with R&D group to address product issues and resolve high-level technical problems for customers around the globe.
-Conducting in-depth log file analysis as well as collecting and interpreting network traces on all NICE Products.
-Implementing hot-fixes prior to new Service Pack release; Installing hot-fix or Service Packs and Software Patches.
-Being available 24x7 (when on duty)
-Maintain good internal and external customer communication, provide high level of support and minimize the R&D escalations.
-Acknowledge and deal with client queries
-Understand and record the significant aspects of a client`s issue in the call logging system.
-Record issues using company approved systems, tools and procedures.
-Escalate Client enquiries appropriately to support tiers, where an enquiry cannot be resolved to a client`s satisfaction, as further technical assistance is required.
-Investigate, replicate or test problems and queries to resolve open issues.
Required Qualifications and Experience:
-Over 8 years of IT experience
-Over 6 years working in an application support engineer position
-Over 4 years of experience working with SQL database, writing queries, identifying issues
-Strong understanding of Object-Oriented programming concepts and strong architectural skills.